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Visitor

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2 Messages

Wed, Sep 14, 2022 3:30 PM

I spent OVER TWO HOURS on the phone with techs yesterday, and no one was able to get me back running.

I have two accounts with two physical addresses.  These accounts are linked and use the same log in email address and passwords, but the physical addresses are 70 miles apart.   At my primary house, I have one box and two Streaming apps running on Amazon Fire.  At my condo, I had the same, but about 3 months ago, the streaming app AGAIN (as I have had this issue before) limited me to just TVGO channels and not all the channels I am entitled to. I get an error message saying that I can only get the channels I am entitled to if I am on my home Internet connection.  REALLY frustrating as I AM on the Comcast home Internet for this location!!!!  This happened around 6 mo to 1 year ago, l got a US based tech and this person was able to quickly identify that this was a licensing issue created as I have two accounts, and the streaming app is looking for the other Internet connection (even though at the bottom of the screen, it references the correct SSID).   Yesterday, I got ALL non US techs, the first one kept asking me to check my box and had no clue when I was trying to tell her this was about the streaming app.  I finally got a great guy from Honduras, but he kept asking me questions I had already answered, over and over again.  I had very long hold times, even when I told them this had been resolved before.  My asks of Comcast 1) KEEP NOTES when an issue like this happens with a customer 2) Employ good configuration management so that a new config change doesn't reset a customer's system to remove permissions previously granted.  3) Some customers WILL HAVE multiple homes, be able to handle this .     Your service now adds razor thin value over and above other streaming services. If you want to keep your current customers, you need to up your game.  

PLEASE help resolve this!!!!!!!!!!!!

Official Employee

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338 Messages

8 d ago

Hello! I'm sorry to hear that you are experiencing these issues, I understand it can be frustrating. Please send me a private message with your full name and full address. I can most definitely take a further look at this issue. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

Visitor

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2 Messages

@XfinityCrystal​  I have also reached out to Twitter group, and they say the ticket is resolved.  This is my second home, am not there until tomorrow or Friday but will check to see if this is truly resolved.  I know it is a permissions issue, as I have had it before.  Even if it is resolved, this should not have taken so long - and most of the support personnel seemed to not understand the issue (kept asking me to reboot the box when this is an app, etc.  ), and didn't even speak good English or seem to process what I was saying.  Is not acceptable.  

Official Employee

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438 Messages

I am very sorry for the frustrating experience. Your business is so important to us, and we want to ensure that you are able to access all of your channels. Were you able to visit your second home to see if the issue is now resolved? 

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